Windows Management Instrumentation Troubleshooting for Orion APM

Transcription

1 Windows Management Instrumentation Troubleshooting for Orion APM Why do my APM WMI Monitors Show Status Unknown?... 1 WMI Troubleshooting Flowchart for Orion APM 2 Testing Local WMI Services... 3 Test WMI on the Target Server... 3 Reset the WMI Counters... 6 Testing Remote WMI Connectivity... 6 Remotely Test WMI on the Target Server... 6 Verify Administrator Credentials... 9 Enable Remote Procedure Call (RPC)... 9 Configure Distributed Component Object Model (DCOM) and User Account Control (UAC)... 9 Add a Windows Firewall Exception for Remote WMI Connections Verify APM Component Configuration WMI is Still t Working, w What? The following document troubleshoots environmental and connectivity issues that may be preventing Orion APM from retrieving WMI Performance Counter data for monitored nodes, applications, and services.

2 Copyright SolarWinds, Inc. All rights reserved worldwide. part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its licensors. SolarWinds Orion, SolarWinds Cirrus, and SolarWinds Toolset are trademarks of SolarWinds and SolarWinds.net and the SolarWinds logo are registered trademarks of SolarWinds All other trademarks contained in this document and in the Software are the property of their respective owners. SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS OR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Microsoft and Windows 2000 are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Graph Layout Toolkit and Graph Editor Toolkit Tom Sawyer Software, Oakland, California. All Rights Reserved. Portions Copyright ComponentOne, LLC All Rights Reserved. Document Revised: 9/16/2008

3 Windows Management Instrumentation Troubleshooting for Orion APM 1 Why do my APM WMI Monitors Show Status Unknown? To monitor APM applications containing WMI component monitors, the following conditions must be true: WMI on the remote server is enabled and functioning properly. The remote server is accessible through a RPC connection in order to run the WMI queries. If these conditions cannot be met, the WMI component monitors in APM show an Unknown status. Examples of some issues that can prevent these conditions from being met include, but are not limited to: Trying to connect to a remote computer where you do not have local Administrator rights. A firewall blocking the WMI traffic. An operating system that is not configured for WMI. Mistyping the credential password in the APM component monitor. To help diagnose and fix these issues and others, we can test the WMI services, the remote WMI connections, and the Orion APM component configuration to discover and correct the issues that can prevent your WMI component monitors from functioning correctly. The topics in this guide are as follows: WMI Troubleshooting Flowchart for Orion APM. Provides a flowchart of the troubleshooting decisions described in this guide. Testing Local WMI Services. Ensures WMI is running correctly on the target computer. Testing Remote WMI Connections. Ensures the WMI connection to the target computer is not being blocked, ignored, or rejected. Testing Orion APM Component Configuration. Ensures you are properly configuring the WMI component credentials in Orion APM.

4 Windows Management Instrumentation Troubleshooting for Orion APM 2 WMI Troubleshooting Flowchart for Orion APM Test local WMI TESTING LOCAL WMI SERVICES Do you see WMI classes? Reset WMI counters and retest local WMI Do you see WMI classes? Refer to Microsoft Articles Test remote WMI TESTING REMOTE WMI CONNECTIONS Do you see WMI classes? Are you specifying valid administrator credentials? Obtain valid administrator credentials Is Remote Procedure Call Enabled? Enable RPC Are DCOM and UAC configured properly? Configure DCOM and UAC Is the Windows Firewall disabled, or does it have a WMI exception? Disable Windows Firewall or configure firewall exception Refer to Microsoft Articles Are APM component credentials valid? Fix APM component credentials. TESTING ORION APM COMPONENT CONFIGURATION Refer to Thwack Did that fix your problem? Refer to Thwack Success

5 Windows Management Instrumentation Troubleshooting for Orion APM 3 Testing Local WMI Services Testing the local WMI services helps us isolate any faults on the target server we are trying to monitor. The testing program is a Microsoft program named WBEMTest that comes already installed on Microsoft Windows operating systems. Test WMI on the Target Server Complete the following procedure to check whether WMI on the target server is functioning correctly: 1. Log on to the target server with an administrator account. 2. Click Start > Run, enter wbemtest.exe and then click OK. 3. Click Connect on the Windows Management Instrumentation Tester window.

6 Windows Management Instrumentation Troubleshooting for Orion APM 4 4. Enter root\cimv2 in the field at the top of the dialog box next to the Connect button. 5. Click Connect. 6. Click Enum Classes.

7 Windows Management Instrumentation Troubleshooting for Orion APM 5 8. Select the Recursive radio button without entering a superclass name, and then click OK. 9. If the WMI class you are querying appears in this list, local WMI services are functioning correctly. Skip to the next topic and test remote WMI. 10. If the list does not appear or does not contain the desired WMI class, WMI is not functioning correctly. Continue reading this section for guidance on repairing WMI services on the target server. 11. Click the Close button, and then click Exit.

8 Windows Management Instrumentation Troubleshooting for Orion APM 6 Reset the WMI Counters At times, the WMI performance counters may not get transferred to WMI because services were delayed or started out of order ( To manually reset the WMI counters: 1. Stop the Windows Management Instrumentation service. 2. Click Start, click Run, type cmd, and then click OK. 3. At the command prompt, type winmgmt /resyncperf, and then press ENTER. 4. At the command prompt, type wmiadap.exe /f, and then press ENTER. 5. Type exit, and then press ENTER to close the command prompt. 6. Start the Windows Management Instrumentation service. After resetting the WMI counters, retest WMI. If resetting the WMI counters did not solve your problem, see WMI is Still t Working, w What? on page 12. Testing Remote WMI Connectivity Testing the remote WMI connectivity of the target server helps us isolate faults that could prevent the target server from receiving or responding to our remote WMI requests. The testing program is a Microsoft program named WBEMTest that comes already installed on Microsoft Windows operating systems. Remotely Test WMI on the Target Server Complete the following procedure to check whether the target server is responding appropriately to remote WMI requests that originate from the Orion APM server: 1. Log on to the Orion APM server with an administrator account. 2. Click Start > Run, enter wbemtest.exe and then click OK. 3. Click Connect on the Windows Management Instrumentation Tester window.

9 Windows Management Instrumentation Troubleshooting for Orion APM 7 4. Enter \\Target_Primary_IP_Address\root\cimv2 in the field at the top of the dialog box. Replace Target_Primary_IP_Address in the above example with the actual Hostname or Primary IP Address of the target server. 5. Enter the user name in the User field, the password in the Password field, and NTLMDOMAIN:NameOfDomain in the Authority field. Replace NameOfDomain with the domain of the user account specified in the User field. 6. Click Connect. 7. Click Enum Classes.

10 Windows Management Instrumentation Troubleshooting for Orion APM 8 8. Select the Recursive radio button without entering a superclass name, and then click OK. 9. If the WMI class list appears, remote WMI is functioning correctly. Skip to the next topic and test your APM credentials.

11 Windows Management Instrumentation Troubleshooting for Orion APM If the list does not appear, remote WMI is not functioning correctly. Continue reading this topic for guidance on restoring remote WMI connections on the target server, and retest remote WMI after completing each troubleshooting step. 11. Click the Close button, and then click Exit. Verify Administrator Credentials Only a credential that has administrator rights on the target server has the necessary permissions to access the target server s WMI services. Make sure that the username and password you are using belongs to an administrator on the target server. If the administrator credential is a domain member, be sure to specify both the user name and the domain in the standard Microsoft syntax. For example: DOMAIN\Administrator. Enable Remote Procedure Call (RPC) Remote WMI connections use RPC as a communications interface. If the RPC service is disabled on the target server, remote WMI connections cannot be established. To enable the RPC service: 1. Log on to the target server with an administrator account. 2. Click Start, click Run, type services.msc, and then press ENTER. 3. Scroll the list to Remote Procedure Call (RPC) 4. Right-click Remote Procedure Call (RPC), and then click Start on the shortcut menu. Configure Distributed Component Object Model (DCOM) and User Account Control (UAC) If the target computer is running Windows Vista or Windows Server 2008, you may be required to make settings changes to allow remote WMI requests ( Item DCOM Need Default and Limits permissions edited to allow the following actions: Local launch (default permission) Remote launch (default permission) Local activation (limits permission) Remote activation (limits permission) For more information, see Enabling DCOM on page 10. WMI Namespaces User Account Control Modify the CIMV2 security to enable and remote enable the account used to access the server or workstation through WMI. You must ensure the security change applies to the current namespace and subnamespaces. For more information, see Enabling Account Privileges in WMI on page 10. Remote UAC access token filtering must be disabled when monitoring within a workgroup environment. For more information, see Disabling Remote User Account Control for Workgroups on page 11.

12 Windows Management Instrumentation Troubleshooting for Orion APM 10 Enabling DCOM WMI uses DCOM to communicate with monitored target computers. Therefore, for Application Performance Monitor to use WMI, DCOM must be enabled and properly configured. To enable DCOM permissions for your Application Performance Monitor credentials: 1. Log on to the target server with an administrator account. 2. Navigate to Start > Control Panel > Administrative Tools > Component Services. You need to switch to the Classic View of the Control Panel to use this navigation path. You can also launch this console by double-clicking comexp.msc in the /windows/system32 directory. 3. Expand Component Services > Computers. 4. Right-click My Computer, and then select Properties. 5. Select the COM Security tab, and then click Edit Limits in the Access Permissions grouping. 6. Ensure the user account you want to use to collect WMI statistics has Local Access and Remote Access, and then click OK. 7. Click Edit Default, and then ensure the user account you want to use to collect WMI statistics has Local Access and Remote Access, 8. Click OK. 9. Click Edit Limits in the Launch and Activation Permissions grouping. 10. Ensure the user account you want to use to collect WMI statistics has Local Launch, Remote Launch, Local Activation, and Remote Activation, and then click OK. 11. Click Edit Default, and then ensure the user account you want to use to collect WMI statistics Local Launch, Remote Launch, Local Activation, and Remote Activation. 12. Click OK. Enabling Account Privileges in WMI The account you specify in the Credentials Library must possess security access to the namespace and subnamespaces of the monitored target computer. To enable these privileges, complete the following procedure. To enable namespace and subnamespaces privileges: 1. Log on to the computer you want to monitor with an administrator account. 2. Navigate to Start > Control Panel > Administrative Tools > Computer Management > Services and Applications. You need to switch to the Classic View of the Control Panel to use this navigation path. 3. Click WMI Control, and then right-click and select Properties. 4. Select the Security tab, and then expand Root and click CIMV2. 5. Click Security and then select the user account used to access this computer and ensure you grant the following permissions: Enable Account Remote Enable 6. Click Advanced, and then select the user account used to access this computer. 7. Click Edit, select This namespace and subnamespaces in the Apply to field, and then click OK.

13 Windows Management Instrumentation Troubleshooting for Orion APM Click OK on the Advanced Security Settings for CIMV2 window. 9. Click OK on the Security for Root\CIMV2 window. 10. Click Services in the left navigation pane of Computer Management. 11. Select Windows Management Instrumentation in the Services result pane, and then click Restart. Disabling Remote User Account Control for Workgroups If you are monitoring a target in a workgroup, you need to disable remote User Account Control (UAC). This is not recommended, but it is necessary when monitoring a workgroup computer. Disabling remote user account control does not disable local user account control functionality. Warning: The following procedure requires the modification or creation of a registry key. Changing the registry can have adverse effects on your computer and may result in an unbootable system. Consider backing up your registry before making these changes. To disable remote UAC for a workgroup computer: 1. Log on to the computer you want to monitor with an administrator account. 2. Click Start > Accessories > Command Prompt. 3. Enter regedit. 4. Expand HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System. 5. Locate or create a DWORD entry named LocalAccountTokenFilterPolicy and provide a DWORD value of 1. te: To re-enable remote UAC, change this value to 0. Add a Windows Firewall Exception for Remote WMI Connections If the target computer has Windows Firewall enabled, it must have a Remote WMI exception to allow remote WMI traffic through ( To add this exception: 1. Click Start, click Run, type cmd and then press ENTER. 2. At the command prompt, type netsh firewall set service RemoteAdmin enable, and then press ENTER. 3. At the command prompt, type exit, and then press ENTER. If adding the firewall exception did not solve your problem, see WMI is Still t Working, w What? on page 12.

14 Windows Management Instrumentation Troubleshooting for Orion APM 12 Verify APM Component Configuration Make sure that the credential you are using for remote WMI is the same credential that you are using in the APM component. After you click Set Component Credentials to set the component credentials, you must also click Submit at the bottom of the page. WMI is Still t Working, w What? This guide depicts only the most common scenarios that can cause WMI services to fail. If you are unable to get WMI services to work by this point, it is time to consult the Microsoft articles on this topic. WMI Isn t Working!: Troubleshooting Problems with WMI Scripts and the WMI Service. Microsoft TechNet. WMI Diagnosis Utility: A New Utility for Diagnosing and Repairing Problems with the WMI Service. Microsoft TechNet. WMI Troubleshooting. Microsoft Developer Network.